Support Agent I
R
Renaissance Learning North AmericaEducation Technology
Remote - USFull-TimeEntry
Salary34,900 - 40,200 USD per year
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Job Details
- Required Skills
- SQLMicrosoft Power BIJiraCustomer serviceTroubleshootingSaaS
Requirements
- Exceptional customer service skills with demonstrated ability to deliver professional support via phone, email, and chat channels.
- Strong written and verbal communication skills with the ability to translate technical information into clear, user-friendly language.
- Proven reliability, quality-focused mindset, and customer-centric approach to problem-solving.
- Ability to quickly learn complex systems, products, and integrations while identifying customer needs.
- Positive attitude with strong collaboration skills and commitment to fostering a supportive team culture.
- Familiarity with data analytics tools such as SQL or Power BI for basic reporting and data analysis.
Responsibilities
- Manage customer support interactions across multiple channels (phone, chat, email) with professionalism, empathy, and active listening.
- Troubleshoot common technical issues including login problems, browser compatibility, and basic connectivity within established SLA timelines.
- Resolve routine inquiries, conduct product walk-throughs, and provide accurate information through comprehensive research.
- Develop and maintain working knowledge of supported products, their core features, and system interconnections.
- Navigate support tools and customer accounts to verify configurations and identify root causes.
- Document all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
- Meet or exceed established metric goals including response time, resolution time, customer satisfaction, and quality assurance standards.
- Escalate complex technical problems to senior support staff with clear, comprehensive documentation.
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